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<h1 class="c-post-headline" data-post-title>&quot;Plus ça change&quot;? - Why did AWS Support fail with US-EAST-1 again?</h1>
<p class="c-post-excerpt" data-post-excerpt>AWS admitted that “customers may also have experienced issues when attempting to initiate a Call or Chat to AWS Support” during the incident. What happened to recent architectural changes designed to avoid this?</p>
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<a href="/author/the-stack/" class="c-post-author__name" data-post-author-slug="the-stack" data-post-author-bio="Stories with a &quot;The Stack&quot; byline could be from junior members of the team, with shared authors, or are sometimes simply Ed logging in under the wrong profile. " data-post-author-image="https://storage.ghost.io/c/ea/a0/eaa014ba-c39c-4d9a-a133-41045822028c/content/images/size/w192/format/webp/2026/09/Stack--S--Logo-on-White-1--1.png" data-post-author>The Stack</a>
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<span class="c-post-date__updated">Updated <time datetime="2023-06-15">Jun 15, 2023 2:21 PM</time> <span class="c-post-date__separator">/</span></span>
<span class="c-post-date__published">Published <time datetime="2023-06-14">Jun 14, 2023 9:44 AM</time></span>
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<p>Amazon has blamed a “subsystem responsible for capacity management for AWS Lambda” for an AWS outage in its US-EAST-1 region that took down over 100 services for approximately four hours late on June 13.</p><p>Despite recent architectural changes to improve AWS Support resilience AWS said that “customers may also have experienced issues when attempting to initiate a Call or Chat to AWS Support” during the incident.</p><p>The AWS outage took place from 11:49am PDT to 15:37pm PDT.</p><p>Given its scale, few companies have the ability to affect as many customers in one fell swoop as AWS does; the incident affected FIFA, Fox News, and the McDonalds app amongst many hundreds of others.</p><p>Some 104 AWS services including AWS Account Management, CloudWatch, Glue, Fargate, Secrets Manager and more saw “increased error rates and latencies” and AWS <a href="https://health.aws.amazon.com/health/status?ref=thestack.technology">said</a> that “customers may have experienced authentication or sign-in errors when using the AWS Management Console, or authenticating through Cognito or IAM STS…”</p><p>The root cause of the issue was rapidly resolved and no cloud hyperscaler (or indeed on-premises data centre) can avoid sporadic issues. The impact on AWS Support that may leave the hyperscaler with some questions to answer, however, after promised changes to AWS Support infrastructure.</p><p>In late 2021 AWS <a href="https://aws.amazon.com/message/12721?ref=thestack.technology">promised to build</a> a “new support system architecture that actively runs across multiple AWS regions” amid criticism of US-EAST-1 (AWS’s most fragile region) being a single point of failure for AWS Support when severe <a href="https://www.thestack.technology/aws-down-december-2021/">outages like one in December 2021</a> happen.</p><p>This issue was flagged in Gartner’s 2022 Magic Quadrant for Cloud Infrastructure and Platform Services,<a href="https://www.gartner.com/doc/reprints?id=1-2BFV0YLG&ct=221019&st=sb&ref=thestack.technology"> which</a> pointed to AWS’s “regional dependencies and communication” as cause for some concern.</p><h3 id="join-peers-following-the-stack-on-linkedin">Join peers following<a href="linkedin.com/company/stackpublishing"> The Stack on LinkedIn</a></h3><p><br>As Gartner’s analysts put it in October:<strong> “</strong>AWS’s operational incident of 7 December 2021 revealed some multiregion dependencies on the internal AWS network, which is hosted in US-EAST-1. Because US-EAST-1 also hosts support ticketing for North America, AWS customers also had difficulty communicating with technical support during the incident…</p><p>Yet in a<a href="https://aws.amazon.com/about-aws/whats-new/2022/08/aws-support-launches-aws-support-center-console-domain/?ref=thestack.technology"> note</a> published on August 1, 2022 AWS said it had launched a new “AWS Support Center console URL… [that] ensures you can always contact AWS Support via the AWS Support Center Console… built using the latest architecture standards for high availability and region redundancy.”</p><p>Why this rebuild did not resolve the <a href="https://www.thestack.technology/aws-support-architecture-service-health-dashboard-criticism-outages/">perennial issue of US-EAST-1 outages taking out AWS Support with them</a> remains an open question. </p><p><a href="https://thestack.technology/?ref=thestack.technology"><em>The Stack</em></a> has put it to AWS and will update this if we get an answer.</p><h3 id="see-also-azure-mauled-over-fresh-cross-tenant-vuln">See also: <a href="https://www.thestack.technology/aws-azure-cross-tenant-vulnerability-driver-orca/">Azure mauled over fresh cross-tenant vuln</a></h3>
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